QBT - Business travel made simpleQBT – Business travel made simple

 

QBT - Business travel made simpleQBT – Business travel made simple

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Traveller / Arranger Education

Situation

This client had a number of travel facilitators who had a heavy workload, minimal support and often worked in isolation. Costs due to errors made by these travel facilitators (e.g. failure to understand airfare rules) were significant. This client was also receiving complaints from travellers about these travel facilitators (e.g. insufficient time between connecting flights).

Action

Worked with the client to develop a “Travel 101” training program. This was rolled out to all existing travel facilitators and became compulsory for all new travel facilitators.

Content included:

  • Travel policy
  • Airline rules
  • Flight concepts (e.g. minimum connecting time)
  • Hotel concepts (e.g. cancellation rules, appropriate size beds and the implications of booking specials)
  • Car hire concepts (e.g. car types, charge periods and fuel deals)

Results

  • Decrease in errors by 50%
  • Program integrated into this client’s staff development and career progression program
  • Greater understanding of airline, hotel and car hire rules, led to a reduction in avoidable cancellation and change costs

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